Senior Customer Experience Manager

About Nintex:

At Nintex, we are transforming the way people work, everywhere.

As the global standard for process intelligence and automation, we're trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their digital transformation journeys by managing, automating, and optimizing business processes quickly and efficiently. We improve their lives through the technology we build.

We are committed to fostering a workplace that supports amazing people in doing their very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced, and we value our people’s curiosity, ideas, and enthusiasm. Driven by passion and accountability, we take initiative, measure progress, and deliver results. Our culture fosters innovation and problem-solving, fueled by curiosity and a commitment to thinking big. Together, we move with agility, prioritize customer needs, and build unity through empathy, leaving a positive impact wherever we go.

Working in Sales:

For the Nintex sales organization, the success of our customers and partners is at the center of everything we do. Our dynamic and vibrant team is highly motivated and ambitious, always driven to crush our numbers while having fun. Here, you’ll be a part of a supportive and energetic environment that values your expertise and dedication. We’re seeking experienced sales professionals that are not only driven to succeed but align with our values and culture.

About the role:

The Senior Customer Experience Manager (CEM) is responsible for adoption, usage, and account growth for existing top annual recurring revenue (ARR) customers of Nintex. This role includes relationship development, exploring new Use Cases, evangelism, and partnering directly with Nintex Professional Services or Implementation Partners for enablement of Nintex products to existing customers and to the specific top customers’ partners. Helping our top customers get the most out of their Nintex investments, assisting their partners in the process, and driving adoption, usage, account growth, and high renewal rates is the key charter for this role.

Through relationship building and frequent communication, the Senior CEM will assist in improved product adoption, increased knowledge of Nintex license policies, and help to maintain a high level of customer satisfaction ensuring an outcome of timely renewals. Customer interactions will be focused on the top accounts by vertical, size, and annual run rate.

This position also serves as a highly collaborative conduit between customer success, support, product, and sales and requires the ability to prioritize and manage multiple competing projects simultaneously. Critical elements to success include being proactive, results-driven, tenacious, and possessing the proven ability to engage and influence all levels of customers from business teams to executive and senior management. Assure the customer is fully onboarded, engaged, and utilizing the solution in such a way that in 90 days post commencing, the customer will claim they have achieved at a minimum the first value hurdle they have set.

Your contribution will be:

• Establish a good understanding of the customer’s goals and other KPIs to provide advice on effective implementation, identifying roadblocks or risks, and providing assistance when necessary to ensure strong adoption and customer satisfaction.
• Onboard follow-ups and engagements with customers at the end of the pre-sales lifecycle; aligned closely with the regional sales teams in reinforcing customer retention, renewal, adoption, and delivery goals.
• Capture Use Cases and develop customer advocacy through testimonials, case studies, and participation in Nintex events.
• Proactively assist efforts of Sales and Professional Services teams with the growth and depth of strategic relationships within assigned customers.
• Partner with Customer Success Managers and Sales to drive usage and adoption on slow and low use customers.
• Partner with the Presales & Sales team to upgrade the existing Nintex customers to Nintex latest and greatest platforms and technologies.
• Serve as the escalation point for customers, driving issues to resolution either individually or via the appropriate Nintex team members.
• Work cross-functionally with all Nintex departments to escalate customer issues, remove roadblocks, communicate customer challenges, and provide key feedback to ensure we are continuously focusing on improving the customer onboarding experience.
• Track and measure business impact, risks, and successes, and report out to cross-functional stakeholders. While working with the customer, you will be adept at unearthing issues such as financial risk, retention risk, risk of drop-off from usage and either address or communicate back to internal teams so they can mitigate and ensure total customer satisfaction.
• Stay on top of all new product enhancements in order to add maximum value to the customer, ensuring they are aware of all solutions in the Nintex portfolio.
• You will be responsible for the timely renewal of all assigned contract renewals. This involves working directly with customers and partners to ensure timely and accurate execution.
• Provide accurate monthly renewal forecasting.
• You will have regular check-in calls to the end users.
• You will ensure Salesforce is kept updated with customer information and every conversation is captured.
• You will use customer usage data to drive customer success through the use or proper leveraging of Nintex products. Proactively manage each customer’s business needs and environments.
• You may be required to complete reasonable additional duties or tasks, as directed by your manager.

To be successful, we think you need:

• 7+ years’ experience in systems application consulting or account management, either via a SaaS or internal IT organization, or externally with a consulting firm or a software provider.
• 3+ years’ Nintex Workflows or Nintex K2 experience (with some preferred customer/business-facing experience) will be a significant plus.
• 3+ years of experience working in regional roles across GCC / MENA.
• Experience working in a channel-led organization is a plus.
• Must be able to interact and communicate with individuals at all levels of the organization.
• Experience working as Point-of-Contact for internal and external coordination of specific programs and initiatives with customers.
• Experience segmenting customers, providing different levels of outreach, from tech touch to personalized interaction.

What's in it for you?

Our people work in the way that best suits them and their teams - whether at home, in an office, or another place that sparks creativity, focus, and collaboration. Our work environment is such that our people can successfully deliver their work while adequately supporting their lifestyle and preferences.

While our offerings differ from country to country, we offer our entire global workforce an array of exciting perks and benefits, including:

• Global Gratitude and Recharge Days.
• Flexible, paid time off policy.
• Employee wellness programs and counseling resources.
• Meaningful peer recognition and awards.
• Paid parental leave.
• Invention/patenting assistance.
• Community impact, paid volunteer time, and opportunities.
• Intercultural learning and celebration.
• Multiple tools through which to learn and grow, and an incredible global community.

View more about our benefits here: https://www.nintex.com/wp-content/uploads/2023/01/Global-Perks-and-Benefits.pdf.

Equity Statement: Preference will be given to People Living with Disability who are members of the designated groups in line with the Employment Equity Plan and Targets of the Company.

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